Lead Customer Experience Manager in Loughton

Salary: From £36,250

Location: Loughton Store, Loughton, IG10 4PE

Contract type: Permanent

Business area: Retail

Closing date: 30 May 2026

Requisition ID: 400060621

Leading in our stores: Our management teams don’t just run stores - they’re the driving force behind our business. With bold leadership, a passion for service and an eye for opportunity, they empower teams to raise the bar every single day for our customers. Whether it's product availability, safety standards, or delivering seamless daily operations, they’re hands-on, sleeves-rolled-up changemakers. And the impact? Work becomes more rewarding for our colleagues, and shopping becomes a next-level experience for every customer who walks through our doors. This is how we bring our purpose to life, one powerful action at a time.

What you’ll be doing:

• Lead a team of managers to ensure every customer has a great experience in store.
• Plan for upcoming key trading activity and events by working closely with the rest of the store leadership team.
• Take full accountability for the store in the absence of a store manager, role modelling and coaching for high standards and efficiency across the store.
• Run operations at our checkout areas, petrol stations (if applicable), and back of house services.
• Manage performance and capability, conduct disciplinaries, and ensure scheduling and pay are accurate.

What makes a great Lead Customer Experience Manager:

• A passionate leader who is consistently ambitious for their customers and colleagues.
• Experience of managing managers in a fast-paced, customer-facing environment.
• An operator who is comfortable managing alone in the absence of more senior management.
• Driven to deliver high performance with a focus on efficiency and engagement.
• Confident in the use of data, understanding and interpreting KPIs or other performance indicators.
• Puts inclusivity at the heart of what they do and builds an inclusive team and working environment.
• Can manage disciplinaries, performance issues, or other similar employee relations issues.
• Experience leading large teams in a fast-paced, customer-focused environment.
• A track record of delivering exceptional customer experiences across complex operations.
• Proven success in delivering and improving KPIs.
• Experience managing sensitive and complex people matters with confidence, fairness, and sound judgement.
• Leadership experience in an operational environment.
• Can evidence leading change effectively.

Working for us has great rewards:

• Salary will be dependent upon your experience as well as the store size, complexity, and location.
• Discount card – 10% discount off on your shopping at Sainsbury’s, Argos, Tu and Habitat after four weeks, increasing to 15% on Fridays and Saturdays.
• An annual bonus scheme based on performance.
• Free food and hot drinks provided for colleagues in all our stores.
• Generous holiday entitlement, maternity and paternity leave.
• Pension – we’ll match 4-7.5% of your pension contributions.
• Sainsbury’s share scheme – build up an investment at discounted rates.
• Wellbeing support – access to emotional support, counselling, legal and financial advice.
• Colleague networks – link with like-minded people to help fulfil your potential.
• Cycle to Work scheme.
• Special offers on gym memberships, restaurants, holidays, retail vouchers, and more.

An inclusive place to work and shop:

We are dedicated to being a truly inclusive retailer, where every colleague can achieve their full potential and every customer feels welcome. We provide resources to help our colleagues understand and support their role and their team effectively. Our internal colleague networks seek to ensure true representation for everyone. We offer a range of development opportunities, including mentorship, training, and career progression pathways. We celebrate diversity through various initiatives and events, fostering a culture of inclusion and respect. If you would like to learn more about our commitment to inclusivity, please let us know if you require any reasonable adjustments during the application or interview stages.